Subject: New Reply Received - FW:
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Thu, 23 Apr 2020 09:43:25 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  FW:   Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Hi there,
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The same day after I raised the case they erased the app and re installed it I have not got conformation if they have changed the iPad though. I have asked them today to do a new diagnostic run.<br>
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The AV-partners will be there today, his is setting up a dedicated router which was not installed prior which we suspect was the cause of the automation not running smoothly.<br>
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He will also check the adapters today and the settings of the installed EDID. SO hopefully I will know more later today about the current situation.<br>
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Cheers Adam</span></div>
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<div>From:<span lang="EN-US"> Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Wednesday, 22 April 2020 16:28<br>
<b>To:</b> Adam Gripenblom &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: FW:</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for your email.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I see in our internal data that the club has replaced the iPad, because device ID has changed. Please confirm.I see 34 completed downloads in the last 2 days, because when
 you uninstall the application, all content will also be deleted, and now it loads from the very beginning. The screenshots clearly show that the Scheduler and Account are not associated with the Studio. Please ask Club to perform one more diagnostic test.
 And in case that the Scheduler and Account are not connected to the Application, please, to solve this problem, follow the steps to reconnect the Studio:</span></div>
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<div class="MsoNormal" style="background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-" target="_blank" rel="noreferrer"><span style="color:#2C5CC5">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-</span></a></span></div>
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<div class="MsoNormal" style="margin-bottom:12.0pt;background:white"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'>The absence of video at the presence of sound cannot be caused by any problem with internet connection. We've
 conducted an analysis of Club playback data and can see that the issues Club facing are due to a failure in some aspect of the AV setup, which we need to investigate further.Over the past 30 days, we have been able to find 26 video disconnections for this
 Club. It will be very helpful if Club could share with us video or photos on the issue with Virtual classes.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Looking forward to hear from you.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Thu, 23 Apr at 1:38 AM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<div class="MsoNormal"><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif;mso-fareast-language:EN-US'>Hi,
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Just a quick update – we believe it to be related to the wifi/router set up so the AV-partner will address this ASAP.<br>
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Will let you know how it goes, <br>
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Cheers, Adam</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Les Mills International &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 21 April 2020 15:47<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> <a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>;
<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a><br>
<b>Subject:</b> Re: FW:</span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hi Adam,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Thank you for reaching out to support.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>In order to resolve the issue with studio connection: "looks like there are no studios that can be registered to the account Right now" please follow the link bellow:</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-" rel="noreferrer">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084192-i-m-seeing-the-error-message-looks-like-there-are-no-studios-that-can-be-registered-to-the-account-right-now-</a></span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Regarding the issue with video can you please confirm that Club is using the must having devices and the EDID which is one of the most important equipment. Please see the
 link below and confirm if you are using all recommended devises:</span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247'><a href="https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-" target="_blank" rel="noreferrer"><span style="color:#2C5CC5">https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000084204-what-are-my-must-have-devices-and-equipment-</span></a></span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247;background:white'>Also kindly provide us with the picture or short video of your setup with the EDID make and model if you are using.</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247;background:white'>Looking forward to hear from you.
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<span style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#183247;background:white'>Best Regards,<br>
Olesia<br>
Customer Services<br>
Les Mills Virtual App</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><br>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504</a> </span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>On Wed, 22 Apr at 12:59 AM
<span class="separator">, Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>Hi team,
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We have an urgent issue with the following club Träna Username: </span><span lang="en-SE" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-GB">[email-masked]</span></a>
</span><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>as you can see on the prints screen of the Diagnostic run there are several error messages.
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They have tried to log out and in and get the following error message </span><span style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>”looks like there are no studios that can be registered to the account Right now”</span><span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>.<br>
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The initial problem has been that projector starts, class is running with audio but no image.
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What could be the issue and how can we solve it ASAP – I have CC the AV Partner and the Club Owner is this email for their information so please CC the in the response as well.
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Cheers Adam</span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Kenneth Edlund &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Tuesday, 21 April 2020 13:37<br>
<b>To:</b> Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hej,
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Vi provade att ändra schema också men efter 20 minuter så har det fortfarande inte slagit igenom. Jag får ju som sagt ok på external display och projektorn startar
 varje gång. Det sitter en edid-hanterare för att garantera samma upplösning varje gång.</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kenneth Edlund, CTS
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  Direct: +46 90 13 23 96
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  </span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  <a href="http://umea1.video.mindspace.se/" rel="noreferrer">umea1.video.mindspace.se</a></span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="SV" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                 </span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="SV">[email-masked]</span></a>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Skickat från min iPhone</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>21 apr. 2020 kl. 13:32 skrev Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;:
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<span lang="SV" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>Hej Kenneth,
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Inget jag fått info från det globala teamet.  <br>
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När det är bild och ljud så tänker jag spontant – adapter eller EDID som bråkar samt om app eller ipad behöver uppdateras. Vill du ta en bild på resultatet från Diagnostic resultatet som jag kan vidarebefordra till supporten omgående.</span><span lang="SV" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="SV" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>Följdfrågor som jag skulle behöva svar som jag vet supporten kommer fråga är:<br>
Vilken EDID modell är installerad?</span><span lang="SV" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-GB" style='font-size:12.0pt;font-family:"Calibri Light",sans-serif'>Mvh Adam</span><span lang="EN-GB" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>From:</span></b><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'> Kenneth Edlund &lt;</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;
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<b>Sent:</b> Tuesday, 21 April 2020 13:13<br>
<b>To:</b> Adam Gripenblom &lt;</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a></span><span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>&gt;<br>
<b>Subject:</b> Re: </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Hej Adam,
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Jag är på Träna i Umeå och de har senaste veckorna fått allt mer problem med att de får ljud men ingen bild på passen i Virtual.</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Jag provade att köra diagnostics och får rött på allt utom Internet Connection, Device storage och External display.</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>I bredbandskollen får vi ca 18mbit ner och 6mbit upp. Projektorn startar som den ska på de passen som inte får bild.</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Är det något problem med servrarna eller vet du vad det annars kan vara?</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Kenneth Edlund, CTS
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  Direct: +46 90 13 23 96
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  </span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="EN-US">[email-masked]</span></a>
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Mindspace Group AB
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  Address: Sandbackavägen 1
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<span lang="EN-US" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  </span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>SE-903 46 Umeå, Sweden
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  Main: +46 771 11 08 11</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>                  <a href="http://www.mindspace.se/" rel="noreferrer">www.mindspace.se</a></span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Skickat från min iPhone</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>9 apr. 2019 kl. 11:14 skrev Adam Gripenblom &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;:</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>
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<span lang="EN-GB" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:#404040'>Hej Kenneth!<br>
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Jag har fått följande återkoppling gällande batteritid &gt;&gt;<br>
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</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Regarding battery issue, brightness can be turned down by going into 'Settings' then 'Display and Brightness', turning off 'auto brightness' and then adjusting the dial to
 low.  Please also check they are not using the iPhone charger by accident, which is only 5W, this is the lowest source of power and will drain the battery quickly.  A 12W adapter is supplied with the iPad Pro.<br>
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Alternatively, a higher watt adapter can be purchased (must be authentic Apple), between 30W to 61W.<br>
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NOTE: If these bigger adapters are used, you need to check if a USB-C to lightening cable is needed (if it's purchased as is, the customer won’t be able connect direct into the iPad).<br>
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</span><span lang="SV" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'>Gällande -  uppspelningen så har jag bett dem kontakta dig direkt via mail – de önskar undersöka vidare då de inte fått in den formen av issue så det kan vara bra för dem att
 få fram så mycket info som möjligt.<br>
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mvh </span><span style='font-size:10.0pt;font-family:"Helvetica",sans-serif'></span>
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<i><span lang="SV" style='font-size:9.0pt;font-family:"Arial",sans-serif;color:black'>Adam Gripenblom</span></i><span lang="SV" style="font-size:12.0pt;font-family:MarkOT;color:#1F497D"> <br>
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</span><span lang="SV" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'>Les Mills Nordic AB | Communication |<br>
</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif;color:black'><a href="mailto:[email-masked]" rel="noreferrer"><span lang="SV" style='font-size:7.5pt;font-family:"Arial",sans-serif'>[email-masked]</span></a></span><span lang="SV" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>
 | +46(0) 704 28 80 25 |<br>
</span><span lang="en-SE" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>Birger Jarlsgatan 57A, 113 56 Stockholm, Sweden</span><span lang="SV" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:#7F7F7F'>.</span><span lang="SV" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'><br>
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</span><b><span lang="SV" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>LES MILLS </span></b><span lang="SV" style='font-size:7.5pt;font-family:"Arial",sans-serif;color:gray'>| FOR A FITTER PLANET<br>
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</span></b><b><span lang="en-SE" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;text-transform:uppercase'>THERE'S HIIT, THEN THERE'S GRIT</span></b><span lang="en-SE" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;text-transform:uppercase'><br>
</span><span lang="en-SE" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>LES MILLS GRIT</span><span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>®</span><span lang="en-SE" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'> is
 the HIIT workout that works for every member. Powered by <br>
science, coached by the best and stacked with fresh moves and music, it's one <br>
programme with three effective workout formats: Strength, Cardio and At</span><span lang="EN-GB" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7F7F7F'>hletic.<br>
</span><span lang="en-SE" style='font-size:10.0pt;font-family:"Helvetica",sans-serif'><a href="https://contact.lesmills.com/nordic_why_grit" rel="noreferrer"><u><span lang="EN-US" style='font-size:8.0pt;font-family:"Arial",sans-serif;color:blue'>Read more&gt;&gt;</span></u></a>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3504